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mjz3348's profile

Mentor

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71 Messages

Wednesday, March 22nd, 2017 3:03 AM

Uverse internet dropped from 45Mbps to 24 Mbps after ending Uverse TV and moving to Directv

Perhaps a technician can help me here...

I recently had Uverse 450 TV service along with Internet 45Mbps service.

I bought the hype that Uverse is going away and that all things Directv is the future. So I bit ...

 

i order directv. It was installed today and works. I called and terminated my Uverse 450 service and when that happened, my Internet speed dropped in half. I can no longer get 45Mbps .... at all. I was told that without Uverse tv, I can only get max 24 Mbps ....

 

This is not what I signed up for.

 

After escalating my call, AT&T does not know why my Internet service was degraded back to 24Mbps. Gigapower is their future, but gigapower doesn't work - I tried. They came out and said it's not ready even though they said it was.

 

I have decided to end directv and go back to my Uverse service and restore my Internet speed and tv. If this can't be done - I'll cancel AT&T altogether and switch..

 

This has been a nightmare. I wish someone at AT&T who knows what they are doing can help me. My account still shows Internet 45 ... but no such speed anymore. 

Mentor

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71 Messages

7 years ago

Thank you for responding to my note!

 

Below is what my modem is reporting. I don't follow why my bandwidth would be limitied since uverse TV is now gone.

Directv does not use bandwidth as it is coax from the satellite dish. It is a separate system. I do connec the DVR into my network via an ethernet cat-5e cable, but that is only to get online content. My DVR was idle when I was doing the speed tests.

 

The directv technician worked on the installation and nothing (as far as I know) was done at the VRAD location. My speed decrease happened the second my Uverse TV service was ended.

 

Is  there anything I can do at the modem end?

 

Thanks!

Broadband Interface

Choose Interface type                 DSL               

Ethernet                 Automatic Ethernet/DSL                DSL

DSL Line Selection                 Dual               

Line 1                 Line 2                Broadband IP Network

Upstream MTU
 
DSL Diagnostics - Training History Physical Line 1
General Information Type Value Status
DSL Line (Wire Pair)Line1 
Downstream Rate Cap57796 kbps 
Downstream Atten. at 300kHz9.9 dB 
Uncancelled Echon/a dBOk
VCXO Frequency Offset4.2 ppmOk
Excessive Impulse Noise0Ok
Impulse Noise Comp. Tones1 
Downstream Impulse Noise Protection3.5 
Downstream Delay of Latency Path8.0 ms 
Upstream Impulse Noise Protection2.0 
Upstream Delay of Latency Path4.0 ms 
Framing Mode

Mentor

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71 Messages

7 years ago

My upload speed was also reduced from around 5 Mbps to around 1.7-2.3 Mbps currently.

 

I have two broadband lights lit green.

Mentor

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71 Messages

7 years ago

I have two broadband lights lit green.

 

Additional info from the PACE 5268AC modem/router:

Summary Status Type Status

InternetConnected
DSL LinkConnected

Internet DetailsInternet Connection Type Type Value

Broadband LinkBuilt in modem - ADSL/VDSL
IP ConnectionDirect IP (DHCP or Static)

Current Internet Connection Type Value

IP Address107.135.238.203
Subnet Mask255.255.252.0
Default Gateway107.135.236.1
Primary DNS68.94.156.9
Secondary DNS68.94.157.9
Host Namedsldevice
Domain 
MAC Address14:ed:bb:92:df:fc
MTU1500

6rd IPv6 Internet Connection Type Value

Default Gateway2602:300:c533:1510::1
6rd BR12.83.49.81
6rd Prefix2602:300::/28
6rd Delegated Prefix2602:306:b87e:ecb0::/60
6rd MTU1472

DSL Details

Modem Type Built in modem - ADSL/VDSL

DSL Line (Wire Pair) : Line 1 Type Down Up

User Rate12607 kbs1024 kbs
Max User Rate58131 kbs13328 kbs
Noise Margin33.3 dB35.7 dB
Attenuation18.6 dB17.8 dB
Output Power14.3 dBm1.9 dBm
ProtocolG.993.2_8d 
ChannelInterleaved 
DSLAM Vendor InformationCountry {46336} Vendor {BDCM} Specific {42213 }
Rate Cap57796 kbs 
Attenuation @ 300kHz9.9 dB 
Required Impulse Noise Protection1 
VCXO Frequency Offset4.2 ppmOk
Excessive Impulse Noise0Ok

DSL Line (Wire Pair) : Line 2 Type Down Up

User Rate12607 kbs1024 kbs
Max User Rate54635 kbs12908 kbs
Noise Margin30.4 dB35.1 dB
Attenuation17.3 dB16.7 dB
Output Power14.5 dBm0.8 dBm
ProtocolG.993.2_8d 
ChannelInterleaved 
DSLAM Vendor InformationCountry {46336} Vendor {BDCM} Specific {42213 }
Rate Cap54217 kbs 
Attenuation @ 300kHz7.9 dB 
Required Impulse Noise Protection1 
VCXO Frequency Offset0.0 ppmOk
Excessive Impulse Noise0Ok

DSL Aggregated Information Type Down Up

User Rate25214 kbs2048 kbs
Max User Rate112766 kbs26236 kbs
ProtocolG.993.2_8d 
DSLAM Vendor InformationCountry {46336} Vendor {BDCM} Specific {42213 }

Traffic StatisticsIP Traffic Type Bytes Packets Errors %

Transmit18248528690901200
Receive1420160553126197800

DSL Link Errors

Collected for 9:06:07

DSL : Physical Line 1 Type Since Current Current Time Since

PeriodReset24-hr int.15-min int.Last Event
Link Retrains0000:00:00
DSL Training Errors0000:00:00
Training Timeouts0000:00:00
Loss of Framing Failures0000:00:00
Loss of Signal Failures0000:00:00
Loss of Power Failures0000:00:00
Loss of Margin Failures0000:00:00
Cume. Seconds w/Errors0000:00:00
Cume. Sec. w/Severe Errors0000:00:00
Corrected Blocks202001:34:30
Uncorrectable Blocks0000:00:00
DSL Unavailable Seconds575709:05:10

DSL : Physical Line 2 Type Since Current Current Time Since

PeriodReset24-hr int.15-min int.Last Event
Link Retrains0000:00:00
DSL Training Errors0000:00:00
Training Timeouts0000:00:00
Loss of Framing Failures0000:00:00
Loss of Signal Failures0000:00:00
Loss of Power Failures0000:00:00
Loss of Margin Failures0000:00:00
Cume. Seconds w/Errors0000:00:00
Cume Sec. w/Severe Errors0000:00:00
Corrected Blocks0000:00:00
Uncorrectable Blocks0000:00:00
DSL Unavailable Seconds545409:05:13

DSL : Aggregated Information Type Since Current Current Time Since

PeriodReset24-hr int.15-min int.Last Event
Loss of Framing Failures0000:00:00
Cume Seconds w/Errors0000:00:00
Cume. Sec. w/Severe Errors0000:00:00
Corrected Blocks202000:00:00
Uncorrectable Blocks0000:00:00

 

Mentor

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71 Messages

7 years ago

Update: 

An AT&T tech came out to visit and all he did was call in to "tier 2" service and they saw the issue and restored my line service.

It was a simple software switch to restore my original line speed. 

It is probably a bug in the software that was used to end my uverse tv service the day before.

 

Why this could not be done while I was on the phone for hours with AT&T support is sad. It took a tech to do what I was trying to do yesterday - reach someone who knows AT&T's systems and can fix things.

 

Regardless - it's fixed and I do look forward to gigapower whenenever they get it working.

 

Note the difference from what I posted above:

 

DSL Details

Modem Type Built in modem - ADSL/VDSL

DSL Line (Wire Pair) : Line 1 Type Down Up

User Rate27895 kbs3040 kbs
Max User Rate59072 kbs13082 kbs

 

DSL Aggregated Information Type Down Up

User Rate55216 kbs6080 kbs
Max User Rate113707 kbs25889 kbs

 

 

Mentor

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71 Messages

7 years ago

Thanks for the added info .... I was just surprised that no one I was "allowed" to contact understood the problem. They could have easily transferred me to tier 2 support to resolve. I felt as you that it was a profile/software issue that would be easy to fix. No one in support (whether chat room, i.e. off shore tech support) or on the phone understood what was going on. I even helped them look at the modem pages and pointed out the capped data rate. Finally - one guy said he would send a tech out to resolve. And as I pointed out, all he did was text tier 2 to reset my line speed protocol. Hours wasted on this.

 

It's not worth the extra $10 to get a few more Mbits/sec. Gigafiber, when it is truly available, will offer much better $/M for high bandwidth. I'll just have to wait for that.

 

Anyway - problem solved. Now I have to decide whether to keep directv or switch back to uverse.

Mentor

 • 

71 Messages

7 years ago

Well....it happened again!

 

I had a residual Uverse 200 tv service alongside my directv plan and when I terminated my uverse tv service, my Internet profile speed was cut in half .... again.

 

Same run-around ... I can't get anyone to fix the profile without a technician coming out to the house. All he is going to do is call tier 2 to restore my profile. I wish there was an easier way. You can see below my "user rate" is no longer 32000kbs. It's cut in half.

 

DSL Details

Modem Type Built in modem - ADSL/VDSL

DSL Line (Wire Pair) : Line 1 Type Down Up

User Rate16111 kbs2519 kbs
Max User Rate56066 kbs12298 kbs
Noise Margin27.9 dB27.5 dB
Attenuation18.6 dB16.6 dB
Output Power14.5 dBm2.0 dBm
ProtocolG.993.2_8d 
ChannelInterleaved 
DSLAM Vendor InformationCountry {46336} Vendor {BDCM} Specific {42213 }
Rate Cap55708 kbs 
Attenuation @ 300kHz9.7 dB 
Required Impulse Noise Protection14 
VCXO Frequency Offset2.9 ppmOk
Excessive Impulse Noise0Ok

DSL Line (Wire Pair) : Line 2 Type Down Up

User Rate16111 kbs2519 kbs
Max User Rate50817 kbs11746 kbs
Noise Margin25.8 dB26.5 dB
Attenuation17.2 dB16.3 dB
Output Power14.5 dBm1.2 dBm
ProtocolG.993.2_8d 
ChannelInterleaved 
DSLAM Vendor InformationCountry {46336} Vendor {BDCM} Specific {42213 }
Rate Cap50430 kbs 
Attenuation @ 300kHz8.0 dB 
Required Impulse Noise Protection14 
VCXO Frequency Offset0.0 ppmOk
Excessive Impulse Noise0Ok
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